Case History Enia
The company deals with the complete cycle of water, electricity, and gas, for district heating and air-conditioning services, and environmental hygiene services.
Client requirements
The need to review invoice layout with respect to new demands of the market. Customers have evolved and nowadays have more freedom of choice, and it is important that they feel that care and attention are being given to their needs.
The need to outsource printing, envelope insertion, and mailing services, in order to be able to concentrate on the core business, with the objective of improving these services and containing costs.
Solution implemented by Selecta
- New billing layout with a more explicative design, which is more user-friendly and simple to read.
- Invoice production outsourced, with differentiation according to type of service invoiced.
- Creation of PDF files for re-printing, optical archiving, and insertion on the Web portal.
The Web portal (UTYNET) allows ENIA’s customers to use the main services directly via the Internet, without having to visit an ENIA branch. The portal is connected to client management systems for the integration of some activities. - Check and communicate consumption.
- Search for and change personal details.
- Request and access services.
- Check and print their invoices.
- Arrange invoice payments.
With UTYNET, distribution company clients interact with ENIA via the Internet to:
Benefits gained
The improved invoice makes an excellent marketing tool, in which promotional messages tailored to individual customers can be included.
Reduction in calls to the call centre requesting clarification, due to a clearer, simpler design which makes understanding easier.
Greater care and timeliness of document management, due to now having a dedicated, specialist structure.
The Web portal available for ENIA’s customers contributes to customer loyalty, and a reduction in costs connected to customer management.
